Case Studies in Service Innovation

1. Introduction to Service Innovation
Ian Miles

2. Introduction to Business Model Innovation Cases
Babis Theodoulidis

3. Service Innovation in the Chinese Aviation Industry: The Case of Chinese Low Cost Carriers
Liting Liang

4. Survival by “Servicisation”: A Multiple-Case Study of the Taiwanese Video Games Industry
Alger Lee

5. Innovation in China’s Mobile Multimedia Broadcasting Service
Jinluan Ren, Liping Zhao

6. Optimization of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context
Marja Toivonen, Katriina Valminen

7. Introduction to the Organization and its Environment Cases
Ian Miles

8. Public-Private Innovation Network in Knowledge Intensive Services: Co-production or Technological Lock-in? FARMSTAR, a Case Study in Advisory Services for Farmers
Pierre Labarthe

9. The Role of Boundary Objects in Public-Private Innovation Networks The Story of Næstved Health School
John Damm Scheuer

10. A Platform Innovation in Public Service
Lars Fuglsang

11. Introduction to Innovation Management within an Organization Cases
Jennifer Wilby

12. Understanding Drivers of Customer Satisfaction in the Social Housing Sector
Jan Kitshoff, Robin Gleaves, Gordon Ronald

13. TRUSTECH: Innovators in the Field of Innovation
Michelle Martin

14. Soft Systems Methodology and Innovation
Giles Hindle

15. Achieving Service Innovation Through a Health Education Programme
Alison E. Hipwell

16. Introduction to Process Innovation Cases
Steve Street

17. A Systems Approach to Housing Repairs
John Seddon, Brendan O’Donovan

18. Opportunities to Improve Health Visiting Services Through Lean Thinking
Mairi Macintyre, Stuart Bestwick

19. Including Customer Representatives in the Development of the Service Innovation ‘Model’ for an Insurance Company
Marja Toivonen, Mari Holopainen

20. Social Housing Asset Management: An Innovative Approach to Increase Productivity and Performance
Jan Kitshoff, Robin Gleaves, Gordon Ronald

21. Innovation Perspectives of a Personal Financial Services Call Centre
Babis Theodoulidis, Stephanos Strickland, David Diaz

22. Introduction to Technology Innovation Cases
Michael Lyons

23. The Benefit of Knowledge Sharing: A Case Study of a Real Estate Brokerage Service
Yu-Chung Hung, Paul T. Y. Tseng

24. Using Virtual World Technology to Deliver Educational Services
Linda Macaulay, Kathy Keeling, Debbie Keeling, Cliff Mitchell, Yin Leng Tan

25. Partnering for Technology-Led Innovation to Deliver Enterprise Service Innovation: Ultra High Resolution Seismic Sensing Solution
Chris Moyer

26. Chasing the Long Tail: Growth Through Personalized Telecoms Services
J. Davies, A. Duke, S. Stinčić Clarke, Nikolay Mehandjiev, Guillermo Álvaro Rey

27. Information Technology-Enabled Business Platforms
Rashik Parmar

28. An End-User Friendly Service Delivery Platform for the Public Sector
Sonja Meyer, Juergen Vogel, Nikolay Mehandjiev

29. Introduction to Cases Illustrating the Driving Forces of Service Innovation
Liping Zhao

30. Circles of Customer Need: A Contribution to Customer-Centric Service Provision in a Local Community
Jane Searles, Bob Snowdon

31. Towards a Deeper Understanding of Public Sector Innovation
Luise Li Langergaard, John Damm Scheuer

32. Involving Customers in the Service Innovation Process
Marja Toivonen, Mari Holopainen, Tiina Tuominen

33. Public-Private Innovation Networks: The Importance of Boundary Objects, Brokers and Platforms to Service Innovation
Lars Fuglsang, John Damm Scheuer

Keywords: Economics/Management Science, Business/Management Science, general, Management of Computing and Information Systems, Innovation/Technology Management, Business Information Systems